Client Care Manager focused on ensuring excellent service standards and maintaining high customer satisfaction. Dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Record of performance in meeting organizational objectives. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles. A positive personality, well-versed in creating a welcoming atmosphere for associates and clients, alike.
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Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Handled complaints, provided appropriate solutions and alternatives within appropriate time frames, and followed up to achieve resolution.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed new employees and on-going performance assessment of current employees.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Managed department call volume of 1N1umber]calls per day and coordinated department schedules to maximize coverage during peak hours.
- Accomplished industry-leading successes for departing-corporate customers through coaching/consulting; preparing them to launch their own coaching/consulting business.
- Arranged potential client contacts, cultivated relationships and followed through all service needs.
- Fostered positive and trusting client relationship and professional reputation for meeting and exceeding objectives.
- Met with current clients to assess needs and develop improvement plans.
- Improved bottom-line profitability by growing customer base and capitalizing on upsell opportunities.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Networked among local business and community organizations to develop leads and generate business.
- Tracked weekly sales to develop corrective action planning reports.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Helped sales and marketing team members continuously improve product knowledge, skill set and career-building potential by motivating strong revenue numbers and continued promotional success.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Leveraged direct marketing, industry partnerships and social media platforms to maximize marketing strategy success.
- Analyzed sales and marketing data for improved strategies.
- Outlined marketing strategies and developed collateral in close collaboration with product management personnel.
- Spearheaded successful branding initiatives, sales strategies and public relations approaches to underpin and enhance marketing campaign deployment.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Maintained information to provide weekly and monthly sales reports and annual Marketing Plan.
- Produced P&L statements to enable research into loss-reduction strategies.
Attended from 1984-86, however, did not complete courses.
- Member of Tennis Team, Photography Club and Yearbook Committee
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School Attended
- Penn State Berks Campus
- Schuylkill Valley High School
Job Titles Held:
- Customer Care Manager
- Business Development Representative
- Director of Sales/Marketing Director
Degrees
- No Degree
- High School Diploma
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